Educational Qualification: Bachelor or Master’s Degree or Equivalent
Years for work Experience: 3+ Yrs
Location: USA / EMEA / APAC / India
Nature Of Position: Permanent (E) / Sub-contractor

Job Family Details / Responsibilities    
• Supporting customers primarily on live chat and over phone.
• Create support articles. documenting customer scenarios, potential causes and troubleshooting steps.
• Effectively communicating with customers and stakeholders. Reproduce issues and report site incidents. 
• Identify, confirm, escalate bugs and provide appropriate alternate implementations/ techniques in products reported by external developers. 
• Identify issues that occur frequently and help create a knowledge base article to solve/workaround that issue.

Qualifications
• Strong troubleshooting and problem-solving skills.
• Experience developing or supporting mobile applications in one of the following frameworks (Objective-C, Swift, Java, Xamarin (C#), React Native) or multiple platforms (Android, iOS, UWP).
• Prior experience in DevOps, preferably with Azure DevOps, GitHub.
• Knowledge on Continuous Integration/Delivery systems like Jenkins/Bitrise/BuddyBuild would be a plus. 
• Development experience using XCode/Android Studio/Visual Studio is preferable. Experience with ReactNative is an added advantage.
• Good knowledge on supported developer platforms, Android, iOS, UWP, Objective-C, Swift, Xamarin (C#), and React Native (Preferred – Good knowledge in all mentioned; Acceptable – Deep knowledge in a specific platform/multiple frameworks) 
• Knowledge on Testing Frameworks, Xamarin.UITest, Appium, Calabash, Espresso, XCUITest would be an additional advantage/preferable.
• Experience from working in a customer facing/Technical Support Environment is desirable (Experience working with Modern Live Chat Support Systems is a Plus)
• Knowledge on scripting PowerShell, Bash Scripting is welcome. 
• Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions). 
• Good English communication skills - spoken and written (including technical writing). 
• Excellent customer service skills and effective learning skills.
• Ability to learn from an issue/situation and adapt and carry forward the solution to another seemingly unrelated issue.

Primary Skill    
Languages and Compilers: C, C++, C#, VB.NET, JAVA, HTML5 , PowerShell 
Developer Tools such as Visual Studio, Unity, Eclipse

Secondary Skill    
• Excellent problem solving and troubleshooting skills, with the ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
• Operate in a 24 X 7 Technical support, this includes shift work and weekends
Experience in one or more of these areas desirable

Deep understanding of application lifecycle and agile development principals including but not limited to:
• Boards – work items, backlogs, sprints and queries
• Repos – commits, pushes, pulls, and branches
• Pipelines – builds, releases and deployment groups
• Test – Unit and Load tests, parameters, configurations and runs